The Vendor Operations role will manage our offshore and onshore vendor programs focused on manual and repeatable business processes. You’ll own and manage the relationship with our vendors to oversee staffing, SLA adherence, quality performance, and other operations metrics. Additionally you’ll work cross functionally across Gusto to partner with key stakeholders to drive, monitor and present performance by operation.
The Vendor Operations role is within our Customer Engagement organization. You’ll be a founding member of the Vendor Operations team and help Gusto scale. Our Engagement organization is the linchpin of our world-class experience. With their passion, insight and customer advocacy, the CX team has helped Gusto maintain NPS of 70 while serving over 50,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the county.
Here’s what you’ll do day-to-day:
Manage strategic growth, process, and performance management across our vendor programs
Work closely with various internal stakeholders to understand business requirements, implement new processes, participate in workforce planning and budgeting activities, and contribute to ongoing process improvements
Partner with CX subject matter experts to document processes into SOPs ready for vendor operations
Run OKR and QBR processes for internal stakeholders and drive process improvements to drive business KPIs
Expected travel is 20%
Here’s what we're looking for:
Experience in customer-facing communications, community management, customer service, contact center management, and/or program management
A keen eye for process improvement, driving structure, and efficient scaling in operations
4+ years of experience in outsourcing/offshoring including vendor management, vendor transitions, new site launches, Statement of Work development, contracting, and associated pricing models in the technology space
Ability to think globally and strategically, influencing change across multiple business units and functions
Our customers come from all walks of life and so do we. We hire people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.
Gusto’s mission is to create a world where work empowers a better life. By making complicated, impersonal business tasks simple and personal, Gusto is reimagining HR, payroll, and benefits for over 60,000 companies nationwide. Gusto has offices in San Francisco and Denver and the company’s investors include Google Capital, General Catalyst, Kleiner Perkins Caufield & Byers, as well as the founders of Instagram, Stripe, Nest, PayPal, Yelp, Dropbox, and Eventbrite, among others.